Online Academy
We've developed a new, flexible online academy to support businesses with the shifting complaints landscape
Support for front line staff
Our training equips staff with the knowledge and skills to provide the complaints handling service that customers now expect
Training for managers
Our training teaches managers to navigate leading and managing complaints and customer facing teams in a virtual landscape
Learning for Senior Leaders
We provide training that gives leaders the space to review their complaints handling function, and the confidence to make decisions

The online Academy - a flexible training solution

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Interested in a chat about booking an in-house online academy? Click the button below to book a convenient time for you

Who are they aimed at and what do they cover?

The online academy is a completely flexible training option for you and your staff, to enhance their learning experience, while making sure if fits around the needs of your business and it’s complaints handling function.

It represents an alternative to taking staff out of their roles for a whole day. The topics are run over a period of time that works for you and your business, but also allows delegates time to process and apply the learning before progressing on to the next topic.

The academy is made up of seven hourly chunks covering various topics that are integral to complaint handling. There’s no time to waste on fluff in this format so, everything we aim to cover within those sections is distilled down to the key information you need to know to work more effectively.

There are three levels to take account of the different positions within a complaint handling function – frontline staff, managers and senior leaders. Not only does this mean we can tailor the content, enhancing the flexibility, but we also ensure that the topics are relevant to that person.

What makes this type of training more effective, is the fact that it’s a live, online and interactive format. And it caters for different learning styles, as well as the reflectors amongst us.

Before we start any online sessions, we provide an advance learning document, providing a solid foundation in the subject before we get into the meatier content in the actual session.

During the one hour guided learning session, the trainer is right there with you, providing training, answering questions, engaging with you throughout the session to provide a thoroughly immersive experience.

And the trainer remains available after the session for questions that might come to you later. All questions are then gathered into a post-session document and sent to all attendees, as well as follow up guides that demonstrate how the learning can be used straightaway.

We offer each online academy for frontline staff, managers and senior leaders in two formats.

Off the peg

For the ‘off the peg’ format we have core sessions that make up the basis of the training. These core sessions cover all the main topics that are needed to become more effective in your position within complaints handling.


If you’re looking for some in-house training this provides more flexibility to make the academy work for your staff and business within the overall cost of the learning package – to a maximum of six guided online sessions and one ‘free form’ session. This can be achieved by:

  1. adding up to one optional ‘add-on’ session to the original five core sessions, or
  2. switching out any number of the core sessions for the optional ‘add-on’ sessions.

Should you wish to add more sessions over the seven that the academy is designed to have, we can add any number of the ‘add-on’ sessions, as additional stand-alone sessions. Please see costings below, as these would be chargeable above the base amount charged for the academy.



Both types of academy are designed to run with a ‘cohort’ of delegates, so that they continue to learn together and can feel comfortable to share amongst their peer group.

But, to make sure all delegates get time to ask questions of the trainers, we keep the maximum number in one cohort to 10.


We’ve broken this down into the levels so you can get a flavour of the types of subjects we cover on each online academy, but it you’re looking for a detailed breakdown, please click this link to download our PDF covering all of the details/drop us an email to get more details.

Typically we would ask you to contact us first in order to make sure we can accommodate what you are looking for. Click the button below to book a free, 15 minute chat with us, so we can understand what you need. 

This is suitable for anyone on the front line in customer service, complaints handling or any staff member that would be expected to log a complaint at the front end. 

 The core topics include:

  • What DISP says and how to work with it today and in the future
  • Getting the basics right when handling complaints
  • Working out the right amount to pay for distress and inconvenience
  • Making the most of using the phone
  • Writing well

Optional topics presently include (more are being added)

  • Working with the Ombudsman
  • Awards
  • The bigger picture – from spotting complaints to Root Cause Analysis
  • Final Response Letters
  • Supporting soft skills

This is suitable for anyone that works on the front line in customer service, complaints handling or would be overseeing or supervising a front line team.

The core topics include:

  • What DISP says about reporting, including Root Cause Analysis
  • Managing reduced resourcing, while still remaining productive
  • What does good look like? Implementing and maintaining effective monitoring
  • How to manage your team remotely
  • Building and maintaining your resilience to support you and your team

Optional topics presently include (more are being added)

  • Leadership skills while under pressure
  • Dealing with performance related issues and difficult messages
  • Communicating effectively

This is for anyone that’s responsible for a complaints handling function.

The core topics include:

  • Reviewing the regulatory requirements and the impact on your business
  • Effective decision making under pressure
  • Reviewing your complaints process – does it work effectively under strain?
  • Analysing customer behaviour
  • Software to support your business for the here and now and beyond

Optional topics presently include (more are being added)

  • Managing your brand’s reputation 
  • Assessing your culture and its impact on your business
  • Managing change during ambiguity

Click here for a downloadable copy of our online academy brochure